Compatibility and
Performance with
Arc Pro
Version 6.1.1
Revised: 18 March 2015
This document provides a comprehensive overview of Arc Pro version 6.1.1 and its
compatibility with operating environments, software, and hardware, and
bandwidth utilization.
You can access the latest Arc Pro documentation at:
http://enghouseinteractive.co.uk/console-cisco-enterprise-edition-technicaldocumentation
You can access the Arc Solutions website at:
http://www.arcsolutions.com
Join the Arc Solutions Forum at:
http://forum.arcsolutions.com
Registered partners can access the Arc Solutions Extranet at:
www.arcsolutions.com/extranet
Contents
Related Arc Documents ................................................................................................................... 3
Compatibility ...................................................................................................................................... 3
Cisco Unified Communications Manager Compatibility ......................................................... 4
VMWare and VMotion Support ................................................................................................... 4
Moving the Environment ........................................................................................................... 5
Hyper-V support.......................................................................................................................... 5
Remote Desktop Connection and Terminal Services support ............................................. 5
SQL Server Support......................................................................................................................... 5
Microsoft SQL 64-bit Support ..................................................................................................... 6
SQL Express Support ................................................................................................................... 6
Client OS Compatibility ................................................................................................................. 7
Citrix Support................................................................................................................................... 8
Technologies Matrix ....................................................................................................................... 8
System Minimum Requirements ..................................................................................................... 12
Arc Pro Server ............................................................................................................................... 12
Scalable Server Specifications ............................................................................................... 13
Anti-Virus Compatibility ........................................................................................................... 13
Cisco UCS Servers ..................................................................................................................... 14
Arc Pro Client ................................................................................................................................ 15
Supported Handsets ........................................................................................................................ 17
Performance and Utilization........................................................................................................... 24
General Bandwidth Recommendations .................................................................................. 24
Network Latency Limitations ...................................................................................................... 24
Attendant Console ...................................................................................................................... 25
Directory and Busy Lamp ........................................................................................................ 25
Presence integration................................................................................................................ 26
Server ............................................................................................................................................. 26
Database Synchronization with CUCM (Arc 5.1.1 onwards) ............................................. 26
Server Resilience (Replication with SQL 2008 Enterprise) .................................................... 27
LDAP or Equivalent Integration .............................................................................................. 27
Voice Connect............................................................................................................................. 27
Supervisor ...................................................................................................................................... 28
Wallboard ..................................................................................................................................... 28
Compatability and Performance with Arc Pro Version 6.1.1
2
Related Arc Documents
When using this document please also consult the following:






Arc Compatibility Matrix for the Cisco Unified Communications Manager supported by
Arc software versions
Arc Design Guide for best practices and how to plan your deployment
Arc Installation Manual v 6.1.1 or, for older versions of Arc, the individual installation
documents for your server component or client applications
Arc Configuration Manual v 6.1.1 for a comprehensive overview of the configuration of
the server component
Arc Provisioning Wizard Manual v6.1.1 provides an overview of using the provisioning
wizard to configure the Arc Pro software
CUCM Configuration Manual for Arc Pro v6.1.1 for a description of the configuration
requirements of Cisco Unified Communication Manager versions 7.x, 8.x, 9.x and 10.x.
These are also provided as separate documents.
Compatibility
This section describes CUCM and OS compatibility in both hardware-based and virtual
environments. The virtual environment is VMWare (ESX/ESXi).
CUCM
7.1
8.0
8.5
8.6
9.0
9.1
10.0
10.5
Server
2003 R1

(1)(2)
Server
2003 R2

(1)(2)
Server
2008 R1
Server
2008 R2
Server
2012
Server
2012 R2
32-bit only
64-bit only
64-bit only
64-bit only






(4)








































(4)
(4)
(4)
(4)
(4)
(4)
(4)
Compatability and Performance with Arc Pro Version 6.1.1
(3)
(4)
(4)
(4)
(4)
(4)
3
(1)
Limited
Support
If a problem is diagnosed as being a fault in the Arc software and not
relating to the server platform itself, Arc Solutions will investigate the
problem through the normal process and consider the option of
providing bug fixes for the software. If, however, the problem is
diagnosed as being directly related to the server platform, Arc
Solutions reserves the right to request that the server platform is
upgraded to one fully supported before further diagnosis and be
completed and any bug fixes considered.
Support for
Windows 2003
ended
13/07/2010
Windows 2003:
http://support.microsoft.com/lifecycle/search/default.aspx?sort=PN&
alpha=windows+server+2003&Filter=FilterNO
(3)
Windows
Server 2008 R2
64-bit support
Support only for version 8.5.1 and later
Windows
2008 support
Supported by Arc Solutions and Cisco Systems. Refer to the Cisco TSP
documentation at http://developer.cisco.com/web/tapi/docs
(2)
(4)
Windows 2003 R2:
http://support.microsoft.com/lifecycle/search/default.aspx?sort=PN&
alpha=windows+server+2003+R2&Filter=FilterNO
Cisco Unified Communications Manager Compatibility
Arc Pro version 6.1.1 is compatible with the Cisco Unified Communication Managers
(CUCM) and the respective Cisco TAPI TSP shown in the Compatibility Matrix.
Installers, engineers and customers are advised that an issue exists in version 8.6.2 of Cisco
Unified Communications Manager whereby CTI ports fail to register in certain
circumstances, causing significant problems with call control within the Arc Pro server.
This issue is observed on CUCM build version 8.6.2.20000-2 with TSP version 8.6(2.2) on
Windows 2008 Service Pack 2 32-bit. The Cisco ticket reference is CSCtw79059. Since this is
solely a CUCM issue and is outside of Arc Solutions domain, you are advised to contact
Cisco for updated status on this issue.
VMWare and VMotion Support
Arc supports deployment in VMWare virtual server environments. Arc Pro is supported in a
live environment on VMWare EXSX and ESXi version 4.x and 5.x only.
Arc supports VMotion when running in maintenance mode only - by definition VMware
VMotion operates on live VMs, but the VM running Arc must be “live but quiescent” (in a
maintenance window, not in production and not processing live traffic). This is because
during the VMotion cutover, the system is paused, which creates Arc server service
interruptions that degrade voice quality for calls in progress.
Compatability and Performance with Arc Pro Version 6.1.1
4
Moving the Environment
If you need to move the environment, you must create a new unique identifier, as
described at
http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayK
C&externalId=1541
Hyper-V support
Arc Pro is not supported in a live environment on the HyperV platform.
Remote Desktop Connection and Terminal Services support
The Arc Server is not supported in Remote Desktop (RDP) and Terminal Services (TS)
environments, as these can cause problems with the required Wave Driver operation. This
is an issue common to all Wave Driver applications and not due to Arc software design.
SQL Server Support
SQL
Windows
2003 R1
Windows
2003 R2
Server
2008 R1
Server
2008 R2
Server
2012
Server
2012 R2
32-bit
only
32-bit
only
32-bit
only
64-bit
only
64-bit
only
64-bit
only
2005 32bit

(1)(2)

(1)(2)




2008 32bit

(1)(2)

(1)(2)




2008 64bit





2008 R2
32-bit





2008 R2
64-bit






2012 (32bit and
64-bit)






2014 (32bit and
64-bit)






(1)
Limited

(1)(2)

(1)(2)
(3)
(3)
(3)
(3)
(3)
(3)
(3)
(3)
If a problem is diagnosed as being a fault in the Arc software and not
relating to the server platform itself, Arc Solutions will investigate the
Compatability and Performance with Arc Pro Version 6.1.1
5
Support
problem through the normal process and consider the option of
providing bug fixes for the software. If, however, the problem is
diagnosed as being directly related to the server platform, Arc Solutions
reserves the right to request that the server platform is upgraded to one
fully supported before further diagnosis and be completed and any bug
fixes considered.
Support
for
Windows
2003
ended
13/07/2010
Windows 2003:
http://support.microsoft.com/lifecycle/search/default.aspx?sort=PN&al
pha=windows+server+2003&Filter=FilterNO
(3)
Requires Service Pack 3.
(2)
Windows 2003 R2:
http://support.microsoft.com/lifecycle/search/default.aspx?sort=PN&al
pha=windows+server+2003+R2&Filter=FilterNO
Microsoft SQL 64-bit Support
Support for Microsoft SQL Server (2005 and 2008) 64-bit is provided in Arc Pro 6.0. x on
CUCM 8.6.2 and above. However, in older versions of Arc Premium (5.1.4 and below)
support for Microsoft SQL Server (2005 and 2008) is offered for 32-bit versions of the
operating system only.
SQL Express Support
The performance limitation that SQL Server Express possesses is that it can access only a
single CPU and 1 GB of RAM with a maximum database size of 4Gb.
In sites where one or more of the following are expected:



More than 10 operators or agents
More than 500 calls per user per day
More than 10,000 contacts in the directory
Arc recommends you consider using SQL Server Standard or Enterprise. When a system
outgrows a SQL Express deployment, or if you are experiencing issues with SQL Express, you
can upgrade to SQL Standard or Enterprise with minimal effort. Please consult your
Microsoft representative if you are looking to license managed or hosted solutions.
Compatability and Performance with Arc Pro Version 6.1.1
6
Client OS Compatibility
Arc Pro 6.1 is compatible with the following client Operating Systems.
Operating System
Supported
Windows XP SP3

(2)
Windows Vista SP2

(1) (2)
Windows 7 SP1

(1) (2)
Windows 8

(1) (3)
Windows 8.1

(1) (2) (3)
Windows 2003 Server SP2

(1) (2)
Windows 2008 Server SP2

(1) (2)
Windows 2003 R2 Server SP1

(1) (2)
Windows 2012 Server

(1) (2) (3)
Windows 2012 R2 Server

(1) (3)
(1)
Support for 32-bit operating systems, WoW 64-bit Emulation and software only.
(2)
Version not part of validation process (latest versions validated, older version
compatibility assumed).
(3)
Supported in Desktop and Traditional Mode, not Metro Mode.
Compatability and Performance with Arc Pro Version 6.1.1
7
Citrix Support
Arc Pro 6.1.1 is compatible with the following Citrix products.
XenApp 6.5
Fundamentals
Advanced Enterprise
Platinum




VDI
Enterprise
Platinum



XenDesktop* 5.6
*Testing was performed using Windows 7 64-bit operating system in 'Dedicated' and
'Pooled random' configurations.
Note: The following observations were made during testing:


XenDesktop 5.6 (Pooled Random) is fully functional if the user has Administrative rights,
except that user setting changes and logging is lost when the user logs off from
XenDesktop
XenApp 6.5 is fully functional provided that Windows User Authentication Control (UAC)
is switched off, except for logging issues. Logging settings point to a physical location
that is shared amongst XenApp session users and thus they are overwritten if more than
one XenApp session is run simultaneously. This can be prevented by modifying the
logging location to a session-independent location.
Technologies Matrix
The following table outlines the compatibility between Arc Pro version 6.1.1 and other
vendor software.
Technology
Arc Pro
Microsoft Presence Integration (Presence)
Live Communication Server 2005 (LCS)

Microsoft Office Communicator 2007 (OCS)

Microsoft Office Communicator 2007 R2 (OCS)
 (1) (5)
Microsoft Office Communicator 2010 (OCS)
 (1) (5)
Microsoft Office Communicator 2013 (Lync)
 (1) (5)
Cisco Unified Presence Server Integration (Presence)
7.x (7.1.x)
Compatability and Performance with Arc Pro Version 6.1.1

8
8.0 (8.0.x)
(4)
8.5 (8.5.x)
 (4)
8.6 (8.6.x)
 (4)
9.0 (9.0.x)

9.1 (9.1.x)
 (4)
10.0 (10.0.x)
 (4)
10.5 (10.5.x)
 (4)
(4)


Accessibility
JAWS v12.x

JAWS v13.x

JAWS v14.x

JAWS v15.x

JAWS v16.x

Mail Integration (Calendar)
Microsoft Exchange\Outlook XP (2002)
 (2)
Microsoft Exchange\Outlook 2003
 (2)
Microsoft Exchange\Outlook 2007
 (2)
Microsoft Exchange\Outlook 2010
 (2)
Microsoft Exchange\Outlook 2013
 (2)
Mail Integration (Send Email)
Microsoft Exchange\Outlook XP (2002)

Microsoft Exchange\Outlook 2003

Microsoft Exchange\Outlook 2007

Compatability and Performance with Arc Pro Version 6.1.1
9
Microsoft Exchange\Outlook 2010

Microsoft Exchange\Outlook 2013

Directory Integration
Microsoft Active Directory (LDAP)
(3)
Netscape\iPlanet\SunOne (LDAP)

DC Directory (LDAP)

Call Manager User Directory (XML\SOAP)
(3)
Microsoft Active Directory Application Mode (ADAM)
(3)
Novell eDirectory (LDAP) v8.8

Estos Metadirectory v2/3

Comma-separated Value (FILE)

Call Recording Integration
Witness Server v7.8.3

QMS (CallRex) 5.0, 5.1, 5.2, 5.3 and 5.4

Short Message Service (SMS Send)
HTTP

Email

Native\ActiveX

Modem

(1)
(2)
Presence information is collected via a direct connection between the attendant console application and
the Microsoft Office Communicator (MOC) client.
Calendar information is collected via a direct connection between the attendant console application and
Microsoft Office. Redemption is used to work around the Outlook security dialog introduced in Service
Pack 2 of Office 2002/2003/2007/2010/2013.
(3)
Support for Directories running on supported Server Operating System/CUCM platforms.
(4)
Support for SIP connectivity only.
(5)
Presence information is collected via a direct connection between the attendant console application and
the Arc OCS Presence Server.
Compatability and Performance with Arc Pro Version 6.1.1
10
Compatability and Performance with Arc Pro Version 6.1.1
11
System Minimum Requirements
Arc Pro Server
Arc Pro is a client-server application. The server side will need to run on a dedicated PC
Server. No other applications must run on this server.
The tables in this section detail the minimum specification required by the Arc Pro Server
application.
Applies to
PC Specification
Hardware
Elements
2.40 GHz equivalent CPU with 2 Cores, or better
4.0 GB RAM
32-bit Windows 2008 Server
100 GB Hard Drive or better
Network Card
Software
Elements
.Net Framework v3.5 (included in installer)
SQL Server Standard or Enterprise 2008, or SQL 2008 Express for
smaller installations where resilience is not required.*
Microsoft Excel for Directory Exporting.
Microsoft Office Communication Server 2007 R2, Core Components
for running Arc OCS Server. (Note: Microsoft OCS R1 is not
supported).
If an Off-box (remote) SQL server is used within your configuration
then it must have .Net Framework v3.5 installed.
Please consult your Microsoft representative if you are looking to
license managed or hosted solutions
The Server should be connected to the network via the TCP/IP protocol.
The Arc Server will require the appropriate Operating System Licenses.
The Arc Server is not supported on a domain controller.
With Windows 2008 Server and above, the Admin, CT Server Manager and LDAP
Server Manager must be run as an Administrator to enable them to read and write to
the configuration files/registry.
If the reporting functionality within the Administrator is required then it is advisable to
disable the User Account Control within the Operating System.
Compatability and Performance with Arc Pro Version 6.1.1
12
Scalable Server Specifications
Arc Pro is scalable, providing the following general solutions.
Solution
Operators Agents
Directory
Size
CUCM
Connections
(Clusters)
Call Traffic
(BHCA*)
Small or MidMarket
10-100
10-25,000
Single
Low-Medium
(5000)
Enterprise
101 – 250 201 - 500
10-75,000
Single/multiple
Medium
(5000 – 15000)
Large
Enterprise
251 - 500 500 - 800
10-150,000
Single/multiple
High
(15001 - 25000)
10 -200
* BHCA = Busy Hour Call Attempts
Each of these solutions has different hardware requirements.
Solution
Small or Mid-Market
Enterprise
Large Enterprise
CPU Cores
Memory
2
4 GB
4
6 GB
6
8 GB
If you are unsure which solution you need, always choose the smallest one that satisfies
your highest requirement. For example, to support 150 Agents, 50 Operators and 15,000
BHCA, you require an Enterprise Server, because that is the smallest solution that supports
that much call traffic.
Anti-Virus Compatibility
There are many different Anti-Virus products that are supported on an Arc Pro system
server. Typically, the most commonly used products are McAfee VirusScan and Norton
Anti-Virus
Both of these products are supported, although any Anti-Virus program is supported on an
Arc Pro Server, as long as it is configured as below.
Your Anti-Virus product must support Exclusions - the ability to specify specific files and/or
folders that will NOT be scanned by the Anti-Virus program.
The following exclusions should be set when using Anti-Virus on an Arc Pro Server
File Location
Contains
\\ArcData
System databases
\\Program files (x86)\Arc
Software and application trace files
\\Apache
Active MQ
\\Temp\CiscoTSP0xxLog
Cisco TSP trace files
Compatability and Performance with Arc Pro Version 6.1.1
13
Note: The “File Locations” and “File Names” may be changed by your System
Administrator.
The files in the above table are constantly being written to and updated during standard
operation of the Arc Pro system.
Due to this, these files are permanently being accessed – an Anti-Virus “Scan on access”
policy for these files will mean that the files are constantly being scanned for Viruses. This
will in turn slow down the operation of the Server. Therefore, excluding these files from
being continuously scanned will allow the Server to function as expected.
Cisco UCS Servers
Arc Pro supports both UCS-B and UCS-C Servers with the following caveats taken into
consideration.
Cisco UCS-B Servers
Cisco UCS-B servers are industry standard platforms featuring a physical chassis with the
ability to insert a number of hardware blades, onto which a server operating system (OS)
can be deployed. UCS-B features the ability for those server blades to contain a number
of Cisco application servers, including Cisco Unified Communications Manager (CUCM)
and Unity Messaging. The remaining blades are capable of running standard operating
systems and as such it is possible to install third party applications on them. The benefit of a
chassis based system is that the blade/server components are connected across a
backbone that facilitates high speed and error free communication between each
blade.
Arc Solutions offers support in Arc Premium version 5.1.4* and above for Cisco UCS-B
servers with the following caveats:



Support is provided for VMWare ESXi and ESX 4.x and 5.x with VSphere and VMotion.
For more details, see VMWare and VMotion Support, page 4.
If Arc is to be deployed on its own blade within the UCS-B, the VMWare image
deployed must meet the minimum processor and memory specification as defined by
Arc Solutions.
If Arc Pro Server is installed on the same blade as (is co-resident with) another Cisco
application, including Cisco Unified Communications Manager and Unity, the Arc Pro
VMWare image must conform to the specifications defined both by Arc Solutions
(described in VMWare and VMotion Support, page 4) and by Cisco Systems, as
defined at Cisco's Server Virtualization Guidelines at
http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guideline
s.
Cisco UCS-C Servers
Cisco UCS-C servers are single processor, multi-core, non-chassis machines that are
increasingly used to run Cisco Unified Communications Manager. They are available in a
number of sizes depending on their application.
Arc Solutions offers support on Arc Premium version 5.1.4* and above for Cisco UCS-C
servers with the following caveats:


Support for Arc Pro on UCS-C servers is allowed by Cisco with CUCM version 9.x and
above only, as defined by Cisco Systems.
The VMWare image deployed must meet the minimum processor and memory
specification as defined by Arc Solutions (described in VMWare and VMotion Support
page 4) and by Cisco Systems, as defined at Cisco's Server Virtualization Guidelines at
Compatability and Performance with Arc Pro Version 6.1.1
14
http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guideline
s.
* Users experiencing issues with older versions of Arc on a UCS deployment may be asked
to upgrade their software to Arc 6.0, 6.0.1 or 6.1.1 if the Arc support team issue diagnosis
process dictates it.
Arc Pro Client
The tables in this section detail the minimum specification required by the Arc Pro Client
applications.
Application
PC Specification
Supervisor
2.2 GHz equivalent CPU or better
2 GB RAM
10GB available Hard Drive space (this is not required by the app,
but should be unused for healthy running of the system)
Network Card
Connected to Network via TCP/IP
1280x1024 or better display card (higher resolution recommended
for best results)
Windows 7 recommended
Note: If the report functionality is required then it is advisable to
disable the User Account Control when operating Supervisor on
Windows 2008, Vista, Windows 7 and Windows 8.
Console
Operator
2.2 GHz equivalent CPU or better
2GB RAM
10GB available Hard Drive space (this is not required by the app,
but should be unused for healthy running of the system)
Network Card
Connected to Network via TCP/IP
1280x1024 display card or better (we recommend that the
resolution is at least 1600 x 1200)
19” widescreen monitor highly recommended.
Windows 7 recommended.
USB 1.0/2.0 Port for Arc Console Keyboard (if purchased)
Sound card and speakers.
Note: The console Calendar integration requires a Microsoft
Exchange Server 2007 or better. For users’ calendars to be
available to Arc Pro, they must be set as public folders.
Compatability and Performance with Arc Pro Version 6.1.1
15
Application
PC Specification
Arc Wallboard
2.2 GHz equivalent CPU or better
2GB RAM
10GB available Hard Drive space (this is not required by the app,
but should be unused for healthy running of the system)
Network Card
Connected to Network via TCP/IP
1280x1024 display card or better (we recommend that the
resolution is at least 1600 x 1200)
19” widescreen monitor highly recommended
Windows 7 recommended
USB 1.0/2.0 Port for Arc Console Keyboard (if purchased)
Sound card and speakers.
Arc Agent
2.2 GHz equivalent CPU or better
2GB RAM
10GB available Hard Drive space (this is not required by the app,
but should be unused for healthy running of the system)
Network Card
Connected to Network via TCP/IP
1280x1024 display card or better (higher resolution recommended
for best results)
Windows 7 recommended
* The Arc Pro client software is supported in 32-bit and 64-bit (running under WOW64
emulation mode) environments.
Compatability and Performance with Arc Pro Version 6.1.1
16
Supported Handsets
The following phone types are supported as attendant console handsets, or as End Points
(display line state and can receive transferred calls).
Note:



Shared lines (multiple lines with the same number) are not supported for attendant
console handsets.
Third-party SIP phones cannot be supported as attendant console handsets or for line
state.
Arc Pro does not support logging on any device that has a duplicate DN, or that uses
Extension Mobility.
= supported, = unsupported
Model
Image
SIP
SCCP
Console
SIP
SCCP
End
point
3905




[1]
3911





3951





6901

 


6911

 


6921

 


6941

 


Compatability and Performance with Arc Pro Version 6.1.1
17
Model
Image
SIP
SCCP
Console
SIP
SCCP
End
point
6945

 


6961

 


7821





7841





7861





7902
   
7905

 


7906

 


7910

 


Compatability and Performance with Arc Pro Version 6.1.1
18
Model
Image
SIP
SCCP
Console
SIP
SCCP
End
point
7911

 


7912

 


7915

 


7916

 


7920

 


7921
 
7925

7925G
    
7925G-EX

Compatability and Performance with Arc Pro Version 6.1.1

 
 
 




19
Model
Image
SIP
SCCP
Console
SIP
 
SCCP

7926

7931
[3]  [3] [3] 
7935

 


7936

 


7937

 


7937G
    
7940

 

[2]
7941

 


7941G-GE

 


7942

 


7942-G
  
Compatability and Performance with Arc Pro Version 6.1.1

End
point
20
Model
Image
SIP
SCCP
Console
SIP
7945

7945G
  
7960

 

[2]
7961

 


7961G-GE

 


7962

 


7965

 


7965G
  
7970

 


7971

 


7975

 


Compatability and Performance with Arc Pro Version 6.1.1
 
SCCP

End
point

21
Model
Image
SIP
SCCP
Console
SIP
SCCP
End
point
7985

 


8851





8941
  
8945
  
8961


[3] 

9951


[3] 

9971


[3] 

Cius





Cisco CSF
N/A
Compatability and Performance with Arc Pro Version 6.1.1



22
Model
Image
SIP
SCCP
Console
SIP
SCCP
End
point
DX650
  
DX70
  
DX80
  
IP
Communicator
  
Jabber Client
  
SPA 8800
N/A





VG 224
N/A





[1]. No BLF, but can receive transfer.
[2]. Supported for SCCP only.
[3]. Support with disable rollover.
Compatability and Performance with Arc Pro Version 6.1.1
23
Performance and Utilization
General Bandwidth Recommendations
Location-based Call Admission Control may be implemented to control the bandwidth
usage across the WAN. A maximum amount of bandwidth may be configured for calls to
and from each remote location.
When an Arc controlled CTI Route Point or CTI Port is created, the location should be set to
None. However, this effectively ensures that no bandwidth limits will apply to that device.
Locations may be implemented which will account for bandwidth according to Region
settings, to define the codec used between two endpoints.
Call type
Bandwidth
Calls routed across a LAN typically use the G711 codec
64 Kbps
Calls routed across the WAN may use the G729 codec
8 Kbps
If different compression types are to be used to reduce the amount of bandwidth needed
across the WAN, then a transcoder will be needed.
In addition, further bandwidth is used by IP communications between the Arc Server and
the Console Attendant as described in the following sections.
Network Latency Limitations
Arc Pro can operate over WAN (Wide Area Networks), however there are requirements as
to the maximum latency that the system can operate under before the user experience
begins to deteriorate.
Between the Arc Pro Server and the Cisco Unified Call Manager, where the TAPI
communication takes place, the maximum latency permitted is defined by Cisco. This
value can be found in Cisco’s TAPI documentation at
http://developer.cisco.com/web/tapi/docs.
Between the Arc Pro Server and any Arc Pro Clients, the maximum latency permitted for
each direction is 150ms (300ms round trip).
In cases where the SQL Server that Arc Pro is using is not located on the Arc Pro Server, the
maximum latency permitted for each direction is 150ms (300ms round trip). This applies to
the Arc Pro Server and any clients connections to the SQL Server.
Compatability and Performance with Arc Pro Version 6.1.1
24
Attendant Console
The following log-in tests used a directory of 250 contacts. The console by default pulls
back a maximum of a 1000 contacts with any one SQL search therefore the recorded
values represent the maximum log-in bandwidth required regardless of directory size.
Activity as measured from the Client
Download
Bandwidth (KB)
Upload Bandwidth (KB)
Client login (Operator – direct
access mode)
1,092
12.7
843.70
11.65
With 1000 Contacts
+193%
+85%
Client login (Operator – direct
access mode)
333.28
11.65
2,134
8.4
NA
NA
NA
NA
With 100 Contacts
Client login (Operator – memory
mode)
With 1000 Contacts
Directory and Busy Lamp
Every search made of the Contact Directory will return a number of matches within the
SQL database. The bandwidth requirements will depend on the number of contacts being
returned and the amount of data within each contact.
Activity as measured from the Client
Download Bandwidth
(KB)
Upload Bandwidth
(KB)
8.7
4.5
19.51
8.81
+13.10%
+22.53%
33.2
8.3
17.88
9.98
+69.90%
-20.96%
13.42
7.21
+42.61%
+28.98%
20 contact SQL search using attendant
console
20 contact SQL search using attendant
console with Scalable Busy Lamp
Enabled (New subscriptions)
20 contact SQL search using attendant
console with Scalable Busy Lamp
Enabled (Cached subscriptions)
Compatability and Performance with Arc Pro Version 6.1.1
25
Presence integration
Activity as measured from the Client
Download
Bandwidth (KB)
CUPS searching ‘get’ for typical
directory view of 20 contacts (New
subscriptions)
Upload Bandwidth (KB)
8.9
4.5
70.74
32.96
CUPS searching ‘get’ for typical
directory view of 20 contacts
(Cached subscriptions)
18.57
7.18
93.97
54.89
OCS presence ‘get’ for typical
directory view of 20 contacts with a
short note (New subscriptions)
24.58
8.42
22.77
8.07
OCS presence ‘get’ for typical
directory view of 20 contacts with a
short note (Cached subscriptions)
27.83
8.04
24.81
12.47
Calendar (using Outlook interface)
‘get’ for typical directory view of 20
contacts
NA (Data obtained
from outlook
session)
NA (Data obtained from
outlook session)
Server
Database Synchronization with CUCM (Arc 5.1.1 onwards)
The other major requirement for Arc attendant console outside of the call handling
requirements is the initial synchronizing of the Contacts DB. This is undertaken via an LDAP
synch with CUCM. Again the amount of bandwidth required depends on the amount of
contacts and the amount of data within each contact.
Activity as measured from the Arc
Server
Download
Bandwidth (KB)
Initial synchronisation of the Arc
directory contacts database using
LDAP synchronisation with a CUCM
source of 50 basic contacts (3x fields).
Initial synchronisation of the Arc
directory contacts database using
LDAP synchronisation with a AD source
of 50 basic contacts (8x fields).
Initial synchronisation of the Arc
directory contacts database using
LDAP synchronisation with a AD source
of 20,000 basic contacts (8x fields).
Compatability and Performance with Arc Pro Version 6.1.1
Upload Bandwidth
(KB)
376.4
461
1,043.05
185.08
+302.75%
-52.02%
103.2
135
109.50
118.23
-71.77%
-80.09%
33,596
49,918
31,570
104,950
-4.65%
-5.61%
26
Server Resilience (Replication with SQL 2008 Enterprise)
Activity as measured from the
Subscriber
Download
Bandwidth (KB)
Initial Full Sync based on the
following:
50 Agents
Upload Bandwidth (KB)
7,144
3,494
356.44
108.38
-86.77%
+13.77%
214
9.5
193
7.4
-10%
-22%
(Each agent has 1 skill assigned)
50 Operators
(Each operator has 1 queue
assigned)
10 Supervisors
1 Wallboard user
1 Community
2 Permission Groups
25 Agent Skills
25 Agent Queues
10 Console Queues
Directory containing 1000 contacts
Typical bandwidth per individual
change in this example adding a
new console queue.
LDAP or Equivalent Integration
Activity as measured from the Arc
Server
Download Bandwidth
(KB)
Upload Bandwidth
(KB)
20
10
22.43
7.86
+91.05%
+38.42%
4.3
7.4
4.10
2.53
+27.32%
-57.55%
Download Bandwidth
(KB)
Upload Bandwidth
(KB)
13
3.6
Initial connection
Maintaining (contact update in AD
source in this example a phone number
edit)
Voice Connect
Activity as measured from the Arc Voice
Server
Service start-up with all waves locally
cached
Compatability and Performance with Arc Pro Version 6.1.1
27
Server start-up with all waves locally
cached
0.86
0.05
-93.47%
-98.70%
2,916
39
41.60
0.09
-98.47%
-99.77%
Streaming of WAV files per queue/call, based on our standard messages:
Voice Connect activity (playing of
prompts)
Download Bandwidth
(KB)
Upload Bandwidth
(KB)
25
38
N/A
N/A
N/A
N/A
Default voice messages (all of the
canned voice messages produce very
much the same bandwidth results, the
recorded result is for “Your call will be
answered shortly, thank you for
holding”)
Supervisor
Activity as measured from the Client
Download Bandwidth
(KB)
Client login
340.7
6.6
345.04
4.39
-11.57%
-57.66%
35
0
35.05
0
0%
0%
Typically <100 per
report dependent to
the type of the report
and the amount of
data it contains
Typically <5
<1
Typically <5
System Monitor, per client, per
broadcast
Reporting
Upload Bandwidth
(KB)
Online updates, per change
Wallboard
Activity as measured from the Client
Download Bandwidth
(KB)
Upload Bandwidth
(KB)
301.7
0.33
Client login
Compatability and Performance with Arc Pro Version 6.1.1
28
Updates -per broadcast per Wallboard
Compatability and Performance with Arc Pro Version 6.1.1
232.66
0.39
+1.51%
0%
35
0
35.05
0
0%
0%
29
© 2014 Arc Solutions (International) Ltd. All rights reserved
No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such
as translation, transformation, or adaptation) without permission from Arc Solutions (International) Limited.
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time to time without obligation on the part of Arc Solutions (International) Limited to provide notification of such revision or
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Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are registered in the United Kingdom
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Compatability and Performance with Arc Pro Version 6.1.1
30
Compatability and Performance with Arc Pro Version 6.1.1
31